Outbound Campaign Contact Number Treatment

[johnnywan]

How does the campaign manager handle contacts with multiple phone numbers? If I have a customer contact entry with 3 numbers for example can I have the campaign call all three and leave voicemails on each mailbox if no answer? Also, if this contact is reached on the second number does the system know to not call the 3rd number since it got through to the 2nd? Is this all customizable with the campaign?

[Edward Umansky · Accepted solution]

Each number is considered part of the original record. If one number is successfully completed, then the record will be closed and no other numbers for that record will be attempted. If you have Answering Machine detection set to transfer to an IVR script, then that record will be considered completed and closed once an answering machine is detected. It will not try the remaining numbers. If AMD detection is set to abandon, then in that case the record is set to retry and the remaining numbers will be attempted. This behavior is not customizable.

[johnnywan]

We have 3 numbers per contact. Will it leave a message on the answering machine, but then dial the remaining numbers as well, possibly leaving a message on all 3 numbers? Can a delay be configured so it waits before trying the second number?

[Edward Umansky · Accepted solution]

No if you set AMD to leave a message, then the record is considered closed once a message is left on any one of the three numbers. The only way it will try the remaining numbers is if you set AMD to abandon the call. In that case, there is no way to control how soon the dialer will dial the next number in the list. It is built-in behavior of the dialer.